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survey Required

Scenario 5

You are the Financial Analyst for a local business in Jeddah, the Al Raha Hotel. Over the past year the hotel has experienced declining revenue and an increase in the number of complaints.

The following are examples of customer complaints received last year:

• Unable to get through to the hotel on the telephone
• Phone calls not returned
• Being kept waiting for an unreasonable period of time on the telephone
• Rude or unhelpful customer service staff
• Being given conflicting advice on the telephone

Task 5

1. Create a survey to obtain customer satisfaction feedback and recommendations
2. Create a survey to obtain employee satisfaction feedback and recommendations

Evidence: Written Document

Al Raha Hotel Performance Data for the past fiscal year

Quarter	Actual Sales	Target
Quarter 1	100000	100000
Quarter 2	90000	110000
Quarter 3	80000	120000
Quarter 4	70000	130000